No final bill after 7 weeks, what are my rights?

Squiggly_pig

I moved house on the 30th may. I told my energy company - home energy. A week or so after I called them and they said they would work out my final bill. 4 weeks later still no bill, I called them and asked for my bill, same thing, they said they would work it out and email me. 7 weeks later and still no bill. I am £800 in credit and would like my money. What are my rights? How long do I wait for a final bill before I can take it forward as I don't think they will give me my money until I have my final bill, I had asked this before and they said to wait until I get the bill. Which I don't have. What should I do? Thanks

QrizB

You'll get a £40 payment for them being late, and another £40 if they're late paying the first £40.

And if you register a complaint with Home Energy, and they don't resolve the complaint within 8 weeks, you can refer them to the Ombudsman.

michaels

Or they will just tell you there is a discrepancy in the meter reading from your new supplier and it is not their fault.

WiserMiser

michaels said:

Or they will just tell you there is a discrepancy in the meter reading from your new supplier and it is not their fault.

The new supplier provides the opening reading(s) to the old supplier(s).  The old supplier then uses the figure(s) to calculate the final bill(s).  The customer shouldn't provide closing readings(s) to the old supplier(s), that only causes confusion.

As long as the closing and opening readings are the same it doesn't matter much, it'll only make a difference of a pound or two and it's just as likely to be in your favour.  If the variance is huge it can be challenged.

michaels

WiserMiser said:

michaels said:

Or they will just tell you there is a discrepancy in the meter reading from your new supplier and it is not their fault.

The new supplier provides the opening reading(s) to the old supplier(s).  The old supplier then uses the figure(s) to calculate the final bill(s).  The customer shouldn't provide closing readings(s) to the old supplier(s), that only causes confusion.

As long as the closing and opening readings are the same it doesn't matter much, it'll only make a difference of a pound or two and it's just as likely to be in your favour.  If the variance is huge it can be challenged.

I was told the reason my final bill was delayed and that EDF could therefore hold on to my £1500 credit balance for an extra month was because of this discrepancy and them needing to consult the central repository to get an agreed number.

WiserMiser

IIRC a delay by The Mysterious Third Party does not allow a supplier to miss the deadline.  Most suppliers seem to issue an estimated final bill if they still await the final reading.  They can then correct it when they are given this info.